CUSTOMER COMPLAINT’S SERVICE

In order to maintain customer trust, including in terms of resolving complaints that refer to Financial Services (OJK) regulations, Neo Commerce Bank seeks to improve service quality by providing solutions for customers through customer complaints services.

COMPLAINT SETTLEMENT DURATION

The settlement of customer complaints refers to the Financial Services Authority Regulation (POJK) Number 22 of 2023 on Consumer and Public Protection in the Financial Services Sector, and the Financial Services Authority Circular Letter Number 17/SEOJK/07/2018 concerning Guidelines for the Implementation of Consumer Complaints Services in the Financial Services Sector. The complaint settlement’s duration is determined based on the type of complaint:

1. VERBAL

The complaints submitted verbally by customers have a maximum settlement period of 5 (five) working days. If the Bank requires handling and resolving complaints of more than 5 (five) working days, the Bank will notify the customer to file a written complaint.

2. WRITTEN

Written complaints filed by the customers have a maximum settlement period of 10 (ten) working days and can be extended for the next 10 (ten) working days if the Bank requires handling and complaint settlement of more than the first 10 (ten) working days caused by certain conditions. In this case, the Bank will send a written notification to the customer before the first 10 (ten) working days expires.

If the Bank has strived to resolve the complaint but the customer cannot accept the settlement or if the customer complaint’s settlement process has passed the time limit as stated above, then the customer can continue the complaint effort through a Banking Mediation

BANKING MEDIATION

Dispute is a dispute between the Customer and the Bank that has gone through the Complaint settlement process by the Bank and is caused by a loss and/or potential material, reasonable, and direct loss to the customer because the Bank does not fulfill the agreement and/or financial transaction documents that have been agreed upon.

The Settlement of Dispute Indicated Complaints through Facilitation/Limited Facilitation by the Financial Services Authority (OJK):

Facilitation

The dispute resolution efforts involve bringing together the customer and the Bank to review the problem fundamentally in order to obtain an agreement on the settlement of the Dispute, the results of which are stated in the agreement deed or the minutes of facilitation.

Limited Facilitation

The dispute resolution efforts involve bringing together the customer and the Bank to review the problem fundamentally in order to obtain an agreement on the settlement of the Dispute without a deed of agreement or minutes of facilitation.

REQUIREMENTS FOR COMPLAINTS WITH DISPUTE INDICATION

1. The submission of dispute resolution can only be made by the customer or customer representative
2. The customer suffers a loss and/or the potential for material loss incurred is a maximum of IDR 500,000,000 (five hundred million Rupiah).
3. The Bank has made efforts to resolve the complaint indicated by the dispute but was rejected by the customer.
4. The complaint submitted is not a dispute that is in process or has been decided by a judicial institution, arbitration, or alternative dispute resolution institution.
5. The complaint indicating dispute that is submitted is of a civil nature.
6. The complaint indicating dispute that is submitted has never been facilitated by the Financial Services Authority
7. The submission of the complaint indicating dispute’s resolution does not exceed 60 (sixty) working days from the date of the Complaint Response Letter submitted by the Bank to the Customer.
8. The customer submits a written application containing a description of the Complaint Indicating Dispute accompanied by supporting documents that at least include:
   1. Copy of valid customer identity (KTP/SIM/PASPOR), including family card and birth certificate for customers who are not yet 17 (seventeen) years old.
   2. Photocopy of power of attorney, in the event that the submission of dispute resolution is authorized.
   3. Letter/Email of response to the complaints from the Bank.
   4. Signed and Duty-Stamped Statement letter stating that the Dispute submitted is not in process or has been decided by a judicial institution, arbitration, or alternative dispute resolution institution and has never been facilitated by the Financial Services Authority (statement letter format is available based on the applicable provisions).
   5. Copy of supporting documents related to the complaint indicating that the dispute was filed; and
   6. The complaints indicating a dispute can be submitted to:
   7. cq Member of the Board of Commissioners for Consumer Education and Protection cq the work unit in the Consumer Education and Protection Sector; or
   8. cq Regional Head of the Financial Services Authority or Financial Services Authority Office

SHORT TERMS

1. The Financial Services Authority starts the facilitation process after the Customer and the Bank agree to be facilitated by Financial Services Authority as outlined in the facilitation agreement which contains:
   1. The agreement to choose the settlement of complaints facilitated by the Financial Services Authority; and
   2. The approval to be obedient and submissive to the facilitation rule determined by the Financial Services Authority
2. The implementation of the facilitation process until the signing of the Deed of Agreement is carried out within a maximum period of 30 (thirty) working days after the customer and the Bank sign the facilitation agreement. The period of the facilitation process can be extended up to the next 30 (thirty) working days based on the Deed of Agreement between the customer and the Bank.
3. The agreement between the customer and the Bank resulting from the facilitation process is stated in the Deed of Agreement signed by the customer and the Bank. In the event that there is no agreement between the customer and the Bank, the disagreement shall be stated in the minutes of Financial Services Authority (OJK) facilitation results signed by the customer and the Bank.

If the customer rejects the Complaint Response and/or response to the written objection submitted by the Bank, the customer can submit a complaint settlement through the Court or the Alternative Dispute Resolution Institution (LAPS).

The matters that the customers need to pay attention to when making a complaint:

1. Prepare the subject matter to be submitted in the complaint
2. Supporting data to support the problem(s) to be reported
3. Original data/documents owned to be stored properly. The data/documents that will be submitted to the Bank in the form of a copy at the time of making a complaint
4. The customer records the Register Number given by the bank and the name of the officer who received the complaint and keeps it properly. This information will be needed when the customer inquiries about the progress of the complaint settlement
5. File/keep existing correspondence including the letter of complaint settlement

CONFIDENTIALITY OF CUSTOMER DATA

The Bank will maintain the confidentiality of customer data that will file a complaint against any party, except:

• To the regulators (Bank of Indonesia, Financial Services Authority/BI, OJK)
• In order to resolve the complaint
• Required by the law
• With the approval of the customer concerned